Franca Meggiolaro

Hi Christine,

thanks a lot, now it's clear!

Actually my idea was a permanent connection of the support address with the ticket created from a guide form, but I understand it isn't possible. The only way is to change the Zendesk email address when answering to the final customer.

Kind regards,

Franca

Hi Christine,

actually the support address I've added isn't an external one, I just created it within Zendesk.

Then I sent an email to this address, it created a ticket to which I added a public comment that was received correctly from the support address. Just to specify that support address is working correctly, as far as I can see.

I've installed the app "Select an address" version 2.7.0.

I cannot see a list of email address to select from.

What I can see are free text areas where I can map email addresses to group.

So I cannot understand how to map email addresses to ticket coming from Guide.

Thank you again for your assistance,

Franca

Hi Christine,

thank you for your prompt replay.

I had a look and my understanding is that the Received at field is tied to the Groups. Actually my need is that a group/user can answer from both Zendesk email addresses: normally from default address and, only in case the ticket has been created from Guide portal, from support address.

Maybe I misunderstood something, but I cannot see how to get this result through the Select and Address app.

Thank you again and kind regards,

Franca

Just to be clear:

default email address is support@

additional support address is support_2@

I need that support requests from Guide are addressed to support_2@, even if it isn't the default address.

Thanks! 

Hello,

I've created a support request in Guide.

The emails sent from the support request go to the default email address support@.

I need that support requests go to a support email address (I've defined in Admin Center) mantaining the current default email address.

Is it possible and how?

Thank you in advance,

Franca

Hi Dane,

honestly it's far from our request.

We need to be able to update the object of the tickets. We were assured that this would be implemented by December 2022, after 1 year no mention about this point, quite disappointing!

We need to update the object for privacy reason since it can contain the name of the final customer.

In case you're definitely not working on this issue, please inform us so we think about a different solution (any suggestion will be welcomed).

If vice versa you're still planning to realize it, please could you provide the timing?

Thank you in advance to CLARIFY,

Franca

Hello!

I've defined various Forms for my customers.

Suppose a customer select Form-1, completes it and send the request.

Afterwards he sends a new request selecting Form-2. When he starts inputting his email address, Zendesk Guide proposes his complete email address, but selecting it Form-2 is replaced by Form-1.

Normally he doesn't realize that Form has been replaced and send his request matched to the incorrect Form. In case he realized, when he selects the correct Form the fields are emptied.

Please how can I avoid that the Form is replaced when customer confirm the proposed email address?

Thank you to anybody can help me (it's quite urgent),

Franca

Hi Zsa,

thank you for your precious help!

Hello,

I'm interested to customize this message too. The new message will be something like "You'll get immediate confirmation to the email address you've input that your message has been successfully received".

As you can image, the big problem is that, if the customer input an incorrect email address in the guide form, he/she will never receive an answer, and that is not in line with the native message "Someone will get back to you soon".

Many thanks in advance!

Hello, I'm also very interested to have this feature as native. Any news?

Thanks,

Franca